Escolar Documentos
Profissional Documentos
Cultura Documentos
ON
TRAINING AND DEVELOPMENT IN
HOSPITALITY
INDUSTRY
SUBMITTED BY:KSHITIZ RANCHEN
MAHARAJA AGRASEN INSTITUTE OF
MANAGEMENT STUDIES
UNDER THE SUPERVISION OF
Ms Preeti Bansal
In partial fulfillment of the requirement for Degree in
Bachelors in Business Administration
Of
GGSIPU
(2011-2014)
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ACKNOWLEDGEMENT
It gives us great pleasure in acknowledging the
invaluable assistance expended to me by various
personalities in the successful completion of this
report. Our debts are due to many individuals who
provided us guidance, advice and useful comments
that helped us in the successful completion of this
report. As usual the debts can be only warmly
acknowledged but never fully recompensed.
I thank to Ms Preeti Bansan, Assistant Professor
MAIMS, who provided us the knowledge about the
field and the timely guidance which helped us a lot
on the way for the completion of this project.
Kshitiz Ranchen
CERTIFICATE
Ms Preeti Bansal
Assistant Professor
DECLARATION
Sign of student
(Kshitiz Ranchen)
PREFACE
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CONTENTS
TOPIC
CHAPTER 1:
(i)Introduction
(ii)Scope and Objectives
(iii)Executive Summary
(iv)Company Profile
CHAPTER 2:
(i)Introduction to Hospitality Industry
(ii) Importance of Training
(iii) Objectives of Training
Page
No.
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CHAPTER 3:
(i) Benefits of training
(ii)Evaluation of training
(iii) Methods of training
(iv) Training in global world
(v) Importance of training
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CHAPTER 4:
(i)Methodology of the project
(ii)Data interpretation and analysis
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CHAPTER 5:
(i) Findings
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(ii) Limitations
(iii) Conclusion
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CHAPTER 6:
(i)Questionnaire
(ii)Bibliography
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CHAPTER 1
INTRODUCTION
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EXECUTIVE SUMMARY
Every organization needs to have well trained and
experienced people to perform the activities that
have to be done. If current or potential job occupants
can meet this requirement, training is not important.
When this not the case, it is necessary to raise the
skill levels and increase the versatility and
adaptability of employees.
It is being increasing common for individual to
change careers several times during their working
lives. The probability of any young person learning
a job today and having those skills go basically
unchanged during the forty or so years if his career is
extremely unlikely, may be even impossible. In a
rapid changing society employee training is not only
an activity that is desirable but also an activity that
an organization must commit resources to if it is to
maintain a viable and knowledgeable work force.
The entire project talks about the training and
development in theoretical as well as new concepts,
which are in trend now.
Here we have discussed what would be the input of
training if we ever go for and how can it be good to
any organization in reaping the benefits from the
money invested in terms like (ROI) i.e. return on
investment. What are the ways we can identify the
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COMPANY PROFILE
CHAPTER 2
INTRODUCTION TO
HOSPITALITY INDUSTRY
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INTRODUCTION TO HOSPITALITY
INDUSTRY
Hospitality sector is growing at a very fast rate in
India. The sector is growing at a rate of
approximately 8%. This sector can be classified into
hotel industry, travel and tourism, restaurants, pubs,
clubs and bars, contract catering, and aviation. Other
than that, opportunities also exist in universities,
sporting venues, exhibition centers and smaller
events management companies.
The major challenge of this sector is shortage of
skilled employees along with the challenge of
attrition rate. Skilled chefs and managers are in great
demand. Managers require huge range of
competencies such as, people management, viable
skills, business insights, analytic skills, succession
planning, and resource development in order to get
success in this sector. In addition to that, employees
are not enough trained on Business Etiquettes,
Courtesy, and Business Communication. Hospitality
is all about handling people. So an employee must
have right attitude, tolerance, and listening skills in
order to move up the hierarchy. There is still a long
way to go to inculcate good public relation,
interpersonal skills.
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Good infrastructure
Trained trainer
Quality of content
Certification of training course
Effective Training evaluation
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TRAINING
It is a learning process that involves the acquisition
of knowledge, sharpening of skills, Concepts, rules,
or changing of attitudes and behaviors to enhance the
performance of employees. Training is activity
leading to skilled behavior
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CHAPTER-3
LEARNING AND
TRAINING
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Feedback
During the training process, it is useful for the
trainee to be told how he is progressing. Several
researchers have confirmed that knowledge of results
is an effective motivator. Constant and periodic
feedback has positive effects on the trainees
learning. Unless the trainee knows how close his
performance comes to the desired standard, he will
not have an opportunity to improve. Feedback
therefore provides a basis for correcting oneself.
Secondly, feedback helps to sustain the trainees
interest in the task, or in each learning that is taking
place, by bringing greater involvement with the
learning process. If feedback is to be meaningful, it
should follow a learning segment as quickly as
possible.
TRAINING INPUTS
There are three basic types of inputs:
1. Skills
2. Attitude
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3. Knowledge.
The primary purpose of training is to establishing a
sound relationship is at its best when the workers
attitude to the job is right, when the workers
knowledge of the job is adequate, and he has
developed the necessary skills.
Training activities in an industrial organization are
aimed at making desired modifications in skills,
attitudes and knowledge of employee so that they
perform their jobs most efficiently and effectively.
BENEFITS OF TRAINING
Employees and the organization need to realize the
importance of contribution and learning for mutual
growth and development. Training is the answer to
deal with stagnation stage by constantly updating it
in every field. Other benefits of training include:
Hiring appeal: companies that provide training
attract a better quality Workforce. Assessing and
addressing any performance deficiency, enhancing
workforce flexibility. Cross-cultural training is
essential for them for better adjustment in the new
environment.
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METHODS OF TRAINING
There are various methods of training, which can be
divided in to cognitive and behavioral methods.
Trainers need to understand the pros and cons of
each method, also its impact on trainees keeping
their background and skills in mind before giving
training.
Cognitive methods are more of giving theoretical
training to the trainees. The various methods under
Cognitive approach provide the rules for how to do
something, written or verbal information,
demonstrate relationships among concepts, etc.
These methods are associated with changes in
knowledge and attitude by stimulating learning.
The various methods that come under Cognitive
approach are:
LECTURES
It is one of the oldest methods of training. This
method is used to create understanding of a topic or
to influence behavior, attitudes through lecture. A
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Case Study:
A very brilliant marketing professional went to Arab
for the sale of his Companys soft drink. But he came
back with no results. When asked about the failure of
the mission, he answered that he prepared three
cartoons.
Cartoon-1- Displaying a man looking exhausted
and tired, is walking in desert in scorching heat.
Cartoon-2- Displaying the same man opening
bottle and drinking the soft drink.
Cartoon-3- Displaying the man feeling alive and
refresh again. Though, his strategy was good,
unfortunately fails because he was unaware that
Arab people read from right to left. Moral here
is localization is a key to success.
There are some major barriers in the transfer of
training when it comes to giving training in other
countries.
Culture
Values and Norms
Attitude
Age, Gender, and Professional Status
Language
Spoken
Unspoken
Social Structure
Individual
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Assumptions
Group
QUESTIONNAIRE ON STUDY ON
EFFECTIVENESS OF TRAINING &
DEVELOPMENT
An organization has a very close relationship with
the trainee and the trainer because it is the first
contact for both.
The demand for the training in the organization
increases when the organization wants:
To hire new people training as a means of
training new recruits
To Expand When the company wants to increase
its headcount
To increase certain number of staff (in position) by
a certain date
To enhance the performance of employees
Organizations name to be a part of training unit.
Demand for training also increases when there is
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CHAPTER 4
RESEARCH
METHODOLOGY
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Interview
Preparation of the summary expressed
Recommendation of fall back site
Questionnaire design
RESEARCH DESIGN
Descriptive Design
Sample Size:
To understand the training and development scenario
in Hospitality industry and what the trainee really
feels about the training they have undergone and
further what kind of training they look for. Do they
really look for any kind of training or not? To study
the above aspect I covered almost about 40 people
from almost all the departments of all the Hotels.
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No. Of
Respondents
13
1
4
7
25
61
Percentage
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4
16
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100
No. of
respondents
14
2
6
3
25
62
Percentage
56
8
24
12
100
No. of
respondents
3
63
Percentage
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Junior staff
New staff
Based on
requirement
Total
5
6
13
20
24
52
25
100
64
No. of respondents
5
4
6
Percentage
20
16
24
10
40
25
100
No. of respondents
14
2
6
3
25
66
Percentage
56
8
24
12
100
No. of respondents
15
5
5
0
25
67
Percentage
60
20
20
0
100
No. of respondents
14
6
3
2
68
Percentage
56
24
12
8
Total
25
100
Technical skills
People skills or
Soft skills
Generalist makes
better Personnel
managers than
Specialist
Fond of talking to
people
Total
8
6
32
24
24
20
25
100
40
15
20
25
100
71
32
25
100
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CHAPTER 5
FINDINGS, LIMITATIONS
AND CONCLUSIONS
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FINDINGS
3. But the barrier for the training process in the organization is the
non-availability of skilled trainers.
LIMITATIONS
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CONCLUSIONS/ SUGGESTIONS
Under noted few suggestions cum conclusion can be
taken as for implementation to reap furthers benefits:
Making training and development process and
entirely in house activity to reduce cost.
It is found that the average age group of trainees
are in their twenties or early thirties which
signifies that the consumer durable industry
need more of young blood as enthusiasm is an
integral part of the industry.
The maximum emphasis is given to job
instruction methods where the trainee are made
to understand their job thoroughly and the role
they are going to play in performing their job.
Lecture as well as the presentation is the major
part of imparting the education and training
them.
The training objective is in keeping with needs
and abilities of the trainee and it is this that
proves to be the major reason for success of the
training as whole...
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CHAPTER 6
QUESTIONNAIRE AND
BIBLOGRAPHY
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QUESTIONNAIRE
1)Your Organization considers training as a part of
organizational strategy. Do you agree with this
statement?
Strongly agree
Agree
Somewhat agree
Disagree
Less than 10
10-20
20-40
More than 40
Based on requirement
4)What are all the important barriers to Training
and Development in your organization?
Time
Money
Lack of interest by the staff
Non-availability of skilled trainer
Job rotation
External training
Conference/discussion
Programmed instruction
Strongly agree
Agree
Somewhat agree
Disagree
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Strongly agree
Agree
Somewhat agree
Disagree
Strongly agree
Agree
Somewhat agree
Disagree
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Excellent
Good
Average
Bad
Leadership training
External Degree Study
Formal meeting procedures
Other (Please Specify)
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Safety awareness
Negotiation skills
Machine operations
Occupational health
Sufficient
To be extended
To be shortened
Manageable
BIBLIOGRAPHY
BOOKS:
K. Ashwathappa, Human Resource & Personnel
Management (T&C), Publisher- THM
L.M Prasad, Principles & Practices of Management,
Publisher- Sultan
Kotler, P. (1998), Marketing Management: Analysis,
Planning, Implementation and Control, 6th edition,
Prentice-Hall, Englewood Cliffs, NJ.
WEBSITES:
www.Scribd.com
www.wikipedia.org
www.economywatch.com
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www.indiamart.com
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